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Entries Tagged ‘customer support’

CX Can Make 2017 the Finest Year Yet for Your Brand: 3 Ways

Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down for a moment to […]

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Is There Common Ground Between Customers and Brands on What Loyalty Means?

Organizations are amid a shift in customer handling philosophies in an age where interactions between customers and brands are occurring increasingly primarily through online and digital channels. The philosophy is customer experience. Brands are looking at the entire experience their customers are having and trying to first understand what the experience is and how to […]

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Getting the Customer Experience Right in 2017

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences. Hollenbeck noted the following as he […]

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Why Knowledge Management Is Important

Verint’s John Chmaj, senior practice director for knowledge management, recently shared his thoughts with the Technology Services Industry Association (TSIA) about why knowledge management can be a potential game changer. Organizations interested in developing loyal, long-term customers—not to mention more satisfied employees—should consider taking a look at the many advantages that knowledge management offers. Read […]

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Customer Experience: The Difference Between Failure and Success

November 17 CRMXchange Webinar to Explore the Difference between Customer Experience Failure and Success The difference between delivering a customer experience failure or success can be razor thin. A colleague worked with a technology company that differentiated their commodity services with a brand promise of superior customer support. The brand promise was difficult to prove […]

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Building a Business Case for Knowledge Management

It’s not difficult to see how knowledge management can save your organization money. If agents can quickly find consistent, accurate answers to customer service questions, handle time and error rates should go down and customer satisfaction should go up. In fact, Aberdeen Group has found that best-in-class knowledge management users have significantly higher customer retention […]

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Highlights from Customer Engagement LIVE! Part Two

As you may have read in part one of this blog series, one of the primary objectives of the Customer Response Summit in Austin, Texas last month was to “identify best practices and discuss innovative ideas on how to serve customers through emerging channels.” Verint hosted an interactive general session at the conference called “Customer Engagement LIVE!” […]

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3 Things You Didn’t Know About Customer Experience

As we celebrate CX Day and National Customer Service Week (NCSW), I thought it would be a good time to share some secrets of the trade and build on the great insights from Ryan Hollenbeck’s blog yesterday. First, let’s talk about the definition of Customer Experience Management. According to Paul Greenberg, Managing Principal, The 56 […]

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Customers First, Employees Always—Celebrating National Customer Service Week

We have been hearing a lot about the impending “Age of the Customer” and how critical our employees are to enabling this new age. In fact, some would argue that this new age is already here and if you haven’t prepared your staff, then you will be left behind. That’s because great customer engagement starts […]

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Verint Speakers: Customer Loyalty and Cyber Threats Take Center Stage Worldwide

CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver more personalized and proactive engagements. Attendees will learn how to quickly discover customer issues and behavior trends through analytics to make […]

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